sythe5
join:2002-01-26
Toronto, ON
|  Switching from Rogers to 3web Cable?
Ok, I will try to keep this as brief as possible!
I was a Rogers customer, I was very happy with the service they provided, but when the 60GB cap came into effect, I decided to move on. I usually used around 70-90 GB a month, and was prepared to pay more, but Rogers refused to even entertain this.
So I decided to move to 3web. I called 3web on the 15th of March and said I was an existing Rogers Customer and that I wanted to signup with 3web and have my internet transferred over to them on the 24th of March (my bill date was the 25th). Everything seems to go fine, lots of calls from 3web asking different questions etc etc. So the 24th rolls around, and I've cancelled my net connection (and tv as well) with Rogers. Surprise surprise.... no net connection. This is where it goes sour from 3web's point of view.
I called in to the tech support... after waiting on hold for about an hour, I get through to a nice tech support guy. He tells me Rogers rejected the order, saying that they had no indication that I was switching ISP's (although I had gone in person to one of their Rogers Video locations and handed in the digital terminal and had the internet account deactivated). So that was a lie, or, as I suspect, the tech support people dont appear to have been adequatley trained in their systems - As far as I can tell, there must be at least 5 different systems that they switch between - which is just ridiculous.
Anyway, to cut a long story short: 3web pointed the finger at Rogers and suggested that they were angry that I had cancelled my tv and internet with them, and thats why it didnt work. What a load of nonsense!
After 3 weeks of no internet, and a hell of a lot of their stupid tech support music, which makes me want to rip my ears off, I finally got connected. I used to be an extreme customer (as i said, was very happy, just not with the 60gb cap) and I used to get 600KB/sec solidly from my webserver in NYC. I now get 90KB/sec. Granted the 600KB/sec is with the 5mbit line, so lets say the 3mbit (being general and nice..) I should get 300 KB/sec. Where is the other 210KB/sec? I am using the exact same modem (as I had bought mine to get on extreme), in the exact same place in my house and on the exact same pc (I always do direct connections to the net until everything is running and then i push it through a router).
My conclusions:
1/ 3web's tech support do not appear to have enough training on their software, plus the cannot transfer you to their supervisers... beleive me I tried - I said to call my cell phone, and when I see it ringing, I will hang up.
2/ 3Web's hand ARE tied - because they dont own the hardware, and I do understand their difficulties - Rogers is probably annoyed that they are having to resell their lines in the first place, so I can definitley see some enforced hoop jumping there on Roger's part.
3/ Why would there be no speed when everything was the same - modem, cable location/connection and pc? Possibly Rogers are pushing re-sold customers through questionable hardware? |
